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© LaSalle College 1 07/17/2014 (v. 1.6)

COURSE OUTLINE

Course Identification

Name of program - Code: BUSINESS MANAGEMENT (410.D0/LCA.70)

Course title: CUSTOMER SERVICE

Course number: 410-DJ3-AS

Total number of course hours: 45

Weighting: 2-1-2

Statement of the competency - Code: To implement and supervise a customer services operation using a quality approach (01UE)

Contribution of the Course in the Program

Course position

This 45-hour course is given in the fifth semester in Business Management Program (410.D0). In includes 30 hours of theory and 15 hours of practical exercises. To these are added 30 hours of homework. The prerequisite for this course are: Marketing (410-CH3-AS) and Marketing Research (410-DB4-AS). The skills learned in this course will prepare the student for many of the courses to come in later session: Business Management Project (410-DV4-AS) and Internship in Business Management (410-DU8-AS) for which this course is a prerequisite. Also, Customer Service (410- DJ3-AS) will be an important asset for Strategic Marketing (410-DK4-AS). The competency 01UE is only developed in this course.

Scope of the course

This course introduces the basic principles of customer service. It prepares the student to understand the importance of client services and to identify the expected behaviour, norms and standards in order to provide customer service. Upon completion of this course, the student will be able to implement, supervise and improve a customer service based on a quality approach.

Course Components (Objective and Standard of the Competency)

Expected outcomes (achievement context of the competency)

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